Organizations are facing an increasingly dynamic and competitive environment.
The Internet is playing a much more important role in business-to-business transactions.
Chapter 5
Using Communication Principles to Build Relationships
What are the basic elements in the communication process?
Why are listening and questioning skills important?
How can salespeople develop listening skills to collect information about customers? How do people communicate without using words?
What are some things to remember when communicating via technology like phones and e-mail?
How does a salesperson adjust for cultural differences?
Building Relationships Through Two-Way Communication
The communication process
Communication breakdowns caused by:
Encoding and decoding problems
The environment in which the communications occur
Sending Verbal Messages Effectively
Words are tools
Words have different meanings in different cultures and subcultures
Word pictures
Delivery of words
Pace
Volume
Inflection
Articulation
Active Listening
Repeating information
Restating or rephrasing information
Clarifying information
Summarizing the conversation
Tolerating silences
Concentrating on the ideas being communicated
Reading Nonverbal Messages from Customers
Body angle
Face
Arms
Hands
Legs
Body Language Patterns
No single gesture or position defines a specific emotion or attitude
Consider the pattern of signals via a number of channels
Signals customers are hiding their true feelings:
Contradictions and verbal mistakes
Differences in two parts of a conversation
Contradictions between verbal and nonverbal messages
Certain nonverbal signals such as hesitation in the voice, small shrugs, and so on
Encouraging Forthright Discussion
“Perhaps there is some reason you cannot share the information with me... displayed 300 characters
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Organizations are facing an increasingly dynamic and competitive environment.
The Internet is playing a much more important role in business-to-business transactions.
Chapter 5
Using Communication Principles to Build Relationships
What are the basic elements in the communication process?
Why are listening and questioning skills important?
How can salespeople develop listening skills to collect information about customers? How do people communicate without using words?
What are some things to remember when communicating via technology like phones and e-mail?
How does a salesperson adjust for cultural differences?
Building Relationships Through Two-Way Communication
The communication process
Communication breakdowns caused by:
Encoding and decoding problems
The environment in which the communications occur
Sending Verbal Messages Effectively
Words are tools
Words have different meanings in different cultures and subcultures
Word pictures
Delivery of words
Pace
Volume
Inflection
Articulation
Active Listening
Repeating information
Restating or rephrasing information
Clarifying information
Summarizing the conversation
Tolerating silences
Concentrating on the ideas being communicated
Reading Nonverbal Messages from Customers
Body angle
Face
Arms
Hands
Legs
Body Language Patterns
No single gesture or position defines a specific emotion or attitude
Consider the pattern of signals via a number of channels
Signals customers are hiding their true feelings:
Contradictions and verbal mistakes
Differences in two parts of a conversation
Contradictions between verbal and nonverbal messages
Certain nonverbal signals such as hesitation in the voice, small shrugs, and so on
Encouraging Forthright Discussion
“Perhaps there is some reason you cannot share the information with me... displayed 300 characters
